Reporting Analyst

Customer Service Reporting Analyst

Contract: Full time, Permanent
Department: Customer Service

Turn Data into Insight That Drives Customer Service Performance

We are looking for a motivated and analytical professional to join our Customer Service team as a Customer Service Reporting Analyst.

In this key role, you will transform Customer Service data into meaningful insight that supports operational performance, improves customer experience and drives business decision-making.

You will play a pivotal role in identifying trends, investigating root causes, enhancing reporting capabilities and providing recommendations that help deliver continuous improvement across the Customer Service function.

This is an excellent opportunity for someone who enjoys solving problems, exploring data and influencing business performance through clear, evidence-based insight.

What You'll Be Doing

Delivering Insight & Root Cause Analysis


* Identify emerging trends, risks and opportunities across Customer Service operations.


* Analyse performance data to understand key drivers and provide actionable recommendations.


* Lead and support root cause investigations into operational performance issues.


* Work closely with stakeholders to measure the effectiveness of improvement initiatives and track progress.

Owning Reporting & Data Quality


* Develop, maintain and improve operational and strategic Customer Service reporting.


* Produce accurate, insightful and timely management information.


* Analyse data from systems including COMBINE, MCT and IQ, ensuring consistency and accuracy.


* Maintain strong governance, validation and quality-control processes across reporting outputs.

Driving Automation & Continuous Improvement


* Identify opportunities to automate reporting and streamline manual processes.


* Develop and enhance dashboards using Power BI and other approved tools.


* Explore technologies including Power Automate and Copilot to improve reporting efficiency and insight generation.


* Continuously review and improve reporting outputs to maximise business value.

Supporting Stakeholders Across Customer Service


* Build strong relationships with Customer Service managers and key stakeholders.


* Translate business challenges into meaningful analytical outputs and reporting solutions.


* Present complex information in a clear and engaging way.


* Provide data-driven recommendations that support operational and strategic decision-making.

Who We're Looking For

A Curious and Insight-Driven Analyst

You are someone who:


* Enjoys investigating trends and uncovering the story behind the data.


* Is comfortable looking beyond the numbers to explain the wider business impact.


* Has strong problem-solving capabilities and a proactive approach.


* Can influence decisions through clear communication and insightful analysis.


* Builds effective relationships with stakeholders at...